Returns &
Exchange Policy

If you purchased a brand-new, unworn item, you may request a return within 15 calendar days after the confirmed delivery date, provided all of the following conditions are met:

• The item is in its original, unworn, and unwashed condition.
• All original tags are still attached.
• The item has not been altered, tailored, or personalised.
• The item is in its original packaging where applicable.
• The item is not listed as a Final Sale, clearance, or non-returnable item.

Once the return is received, inspected and approved, Ruyte normally submits an authorized monetary refund to the original payment method within 5 business days. The payment provider and card issuer may then take an additional 5–15 business days to display it. Refunds are submitted in the original settlement currency; bank exchange rates or fees may change the displayed local amount.

Approval to send an item is not final approval of the refund or exchange. The parcel and item are inspected after receipt. A late, untracked, incomplete or materially worse return may be refused or reduced where lawful and consistent with the approved instructions.

Before purchasing a pre-loved item, please read the condition disclosure on the product page carefully. All condition grades — Excellent, Very Good, Good, and Fair — are described and disclosed. By placing an order for a pre-loved item, you confirm you have reviewed the condition disclosure and accept the item in that condition.

Regardless of whether an item was listed as new or pre-loved, no returns are accepted once an item has been worn, washed, altered, or had its tags removed. Attempting to return a worn item is a breach of these terms and may result in account suspension.

Items returned in a worn or washed condition will be returned to you at your cost and no refund will be issued.

For an international delivery, we recommend recording an unboxing video showing the sealed parcel, shipping label and item as it is opened. A video can help an investigation but is not mandatory and is not the only acceptable proof. Keep the packaging and upload clear photographs through the order issue report.

If you receive an item that is materially different from what you ordered, or an item that arrives significantly damaged (not due to transit handling disclosed at purchase), you may submit a claim for investigation. All of the following apply:

• Inspect your item at the time of delivery.
• Submit your dispute within 5 calendar days of the confirmed delivery date.
• Email info@ruyte.com with your order number, clear photos of the item received, and a description of the issue.
• Ruyte will review your dispute and respond within 2 business days.
• If a return is authorized, follow the provided address and shipping instructions. The customer initially pays return shipping unless Ruyte confirms otherwise in writing.
• If the claim is approved, Ruyte provides the remedy required by the order terms and applicable law. Reasonable return shipping may be reimbursed where required.

• Pre-loved / used items (except wrong or damaged item exception above)
• Items marked "Final Sale" or "Clearance" at the time of purchase
• Bridal, customized, personalized, made-to-order or altered items for fit or change of mind (protected wrong, damaged or materially misdescribed-item claims remain available)
• Opened beauty, fragrance, or personal care products
• Intimate apparel and swimwear (for hygiene reasons)
• Items that have been worn, washed, or had tags removed
• Digital items or gift cards
• Cross-border change-of-mind returns (listing-problem claims and mandatory rights remain available)

The remedy depends on the facts, payment method, item condition, seller responsibility and applicable law. Ruyte may offer an original-payment refund, replacement, exchange, partial remedy or Ruyte store credit. Store credit is offered case by case, requires the customer’s agreement where a monetary refund is legally required, and does not expire.

• Original outbound shipping and handling charges, cash-on-delivery fees and non-refundable carrier charges are not ordinarily refunded for a change-of-mind return.
• Reasonable authorized return shipping may be supplied or reimbursed when a confirmed seller or Ruyte error caused the return, or where applicable law requires it.
• Duties, taxes or brokerage paid directly to an authority or broker are not automatically refundable by Ruyte; available documentation will be provided for a customer claim.
• Promotional discounts are allocated to the returned items. A partial return refunds no more than the verified amount paid for those items after their allocated discount.
• Points earned on returned items may be reversed. Redeemed points are restored where appropriate after the final return calculation.

Exchanges are stock-dependent and are not reserved merely because a request is submitted or while the original item is travelling back. The original item must be authorized, received and inspected before a replacement is approved, unless Ruyte confirms otherwise in writing.

• If the replacement costs more, the customer must successfully pay the confirmed difference before the replacement is dispatched.
• If the replacement costs less, the approved difference is issued as non-expiring Ruyte store credit, subject to the final inspection and discount allocation.
• If the requested replacement becomes unavailable, Ruyte will offer another available option, an applicable refund, or non-expiring store credit. No substitution is made without the customer’s agreement.

• Do not send an item until Ruyte authorizes it and provides the return destination and instructions.
• Change of mind: the customer pays for tracked return shipping and bears the risk until recorded delivery.
• Confirmed seller or Ruyte error: Ruyte supplies or reimburses reasonable authorized return shipping.
• Claim under review: neither approval nor free shipping is promised until the review is complete.
• A multi-brand order may require separate parcels and return addresses. Each item must be sent only to the destination stated in its authorization.

• Return: an authorized eligible item is sent back for a case-specific remedy.
• Exchange: an eligible item is inspected and replaced with another available item; price differences follow the exchange rules above.
• Protected product claim: report a wrong, damaged, unsafe, counterfeit, missing or materially misdescribed item from the order. Mandatory rights remain available even when ordinary returns are excluded.
• Resale or trade-in: a separate voluntary programme for offering an owned item for credit; it is not a return or exchange.

• Canada (Ontario): Ontario Consumer Protection Act 2002 — rights for misrepresentation, non-delivery, and defective goods.
• EU: 14-day withdrawal right and 2-year statutory warranty on goods.
• UK: Consumer Rights Act 2015 — 30-day right to reject faulty goods, 6-month repair/replace right.
• Pakistan: Competition Act 2010 and applicable consumer protection legislation.

If you have a statutory right that is broader than what this policy provides, your statutory right prevails.

1. 1. Go to My Account → My Orders and select the relevant order.
2. 2. Click "Request a return" and select the items you wish to return.
3. 3. Choose a return reason and upload photos if prompted.
4. 4. Submit your request — you will receive a confirmation email.
5. 5. Ruyte will review your request and respond within 2 business days.
6. 6. If approved, follow the instructions in the approval email. You initially pay the authorized return shipping unless Ruyte confirms otherwise in writing; reimbursement may form part of an approved remedy where required.
7. 7. Once we receive, inspect and approve your return, Ruyte normally submits the authorized refund or issues the approved credit within 5 business days.

If your item is not eligible for return, Ruyte offers a resale programme. You can list your item through your account, drop it off at a partner location, and receive store credit when it sells.